Insights From CNP

CNP Mitel User Group Conference Wrap-Up

CNP Technologies


We had a fantastic time at this year’s User Group conference at Discovery Place Science in Uptown Charlotte on November 20th with the latest and greatest innovations Mitel has to offer.  Since so much good information was presented, we thought it might be a good idea to share the highlights with you!  

We kicked off our first session with an introduction to CNP by our president, Mitch Lemons.  Mitch gave the group an overview of our organization and professional services, along with our role as a provider and the industry solutions we sell and support.  He also announced that CNP now offers carrier services and several new cloud solutions for SDWAN, storage and more.

Next up, we heard from Graham Bevington.  Graham is Mitel’s Executive VP of Business Development & Channels, and he presented an overview of Mitel’s history (going back to 1976!), and shared some interesting growth stats, awards they’ve earned for growth and innovation and much more about where Mitel is headed.  Here are a few facts we can share here:

  • #1 in 5 Core Markets
  • Named 2019 Leader -- IDC MarketScape for Worldwide UCC
  • Ranked 2019’s best value solution for UCaaS & Hosted PBX by Eastern Management Group
  • User count is over 70 million in over 100 countries, with over 4.5 million of them utilizing cloud services

Graham also talked about the changes taking place in the world today, and the way companies are making changes to accommodate the digital age, which includes a rise in cloud communications.  He rounded out his presentation with a message about Mitel's continued commitment to the development of products that are reliable, offer redundancy, security, mobility and workflow integration.

Mitel 6900 Landing Page family image

Next up, our team introduced Mitel’s new 6900 Series phones. The 6900 IP Series is suite of desk phones with amazingly clear audio, plenty of advanced features to serve today’s workplace, and accessories designed to enable greater mobility and maximize productivity.  Some innovations that existing Mitel users might appreciate include:

  • Integrated Bluetooth
  • Phone-specific ring settings
  • Updated softkeys

These next-gen modern business phones are designed to accommodate today’s workforce and mobile work style.  Contact us for more information about each model, along with pricing, availability and support!

MiContact Center

The Shift from CX to AI

Everyone agrees that capital expenditures add another layer of detail when businesses are trying to move forward with new technology and enhancing services and support for their customers.  One area that is taking shape today is the presence of AI (artificial intelligence) and how it can be used to improve the customer experience.

No, we’re not talking about robots taking over your workforce, we’re talking about increasing the flexibility of your business when it comes to serving the customer.  If costs are preventing your business from being more competitive or agile, AI can help you bridge the gap.  From a contact center’s viewpoint, the customer experience is a winding road.  Your customers interact with your business in a variety of ways today, not just by phone but on your website, in store, catalog, email and even social media.  Being accessible at each point in the journey is what makes your business more friendly and preferable to today’s consumer…and that leads to loyalty and revenue.

Google AIAccording to Mitel, 74% of customers interact with your business from at least 3 channels on a regular basis. This means your contact center needs to be connected to each one of these channels in order to adequately serve and satisfy your customers.


Google + Mitel

To address behaviors of the modern consumer, Google and Mitel are creating an intricate blend of technologies for SMB’s to support the human and virtual components needed to carry the customer through their journey.  Mitel’s Contact Center AI uses enterprise data and knowledge to train how virtual agent and agent-assist products assist customers.  From returns and refunds to billing questions and ordering, the process is seamless.  With the support of machine learning (ML) and natural language processing (NLP), the solution will suggest relevant options or content to an agent to further enhance and improve customer experience quickly and efficiently.  Benefits include:

  • Simple, flexible, and secure
  • Easy to deploy
  • Allows you to seamlessly pivot from virtual assistant to live assist
  • Provides real-time insights to continually improve CX

Are you Ready for the Revolution of Mass Notifications?

Earlier this year, Mitel announced the release of a mass notification solution they call Mitel Revolution.  Revolution is designed for today’s modern, mobile workforce and uses MiVoice Business and/or MiVoice Connect UC communications platforms to power voice communications.

By seamlessly linking different systems, events/triggers, and people together – Mitel Revolution helps organizations enable mass notifications throughout their facility so that they can alert, respond to, and mitigate incidents faster. 

There’s so much to see and learn about this product, we’re thrilled to be able to bring this to our audience.  Get more details here, then contact us to find out how your team can benefit from this essential, potentially life-saving technology.


Analyzing the Data

Last, but not least, we heard from our friends at BrightMetrics.  If you’re already familiar with BM, then you know they deliver valuable insights into how your team is delivering service and care in their connected moments with your customers.

BrightMetrics ScreenShot

During the conference they announced the next generation product they call Radiance.  In response to customers over the last decade or so, BM brings you a fresh, modern tool that’s easier to navigate with the ability to more easily customize your dashboards and reports.  We’re excited to share everything we know about Radiance with you, so please contact us for more information or to schedule a live demonstration.

We hope you enjoyed this summary of discussions!  If you have any questions on any of the solutions discussed here please contact us and we’ll give you all the information you need to learn how you can maximize the value of your team and take the customer experience to the next level.

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